Call2Teams Troubleshooting

Voicemail Issues

Problem

When operating the service between Teams and Nextiva, two voicemail functions will be active; on the Nextiva and on the Teams service.

Having two voicemail platforms in operation at the same time can cause problems and careful consideration should be given to the use and configuration of voicemail services on both the PBX and Teams platforms.

Solution

Customers should plan for a several-second delay between the Nextiva and Teams services; an incoming call to the Teams user from Nextiva may take some time before the Teams service starts the voicemail timer. 

10 seconds is the recommended margin

• Be aware if a Teams user is logged out and their voicemail service is enabled, then calls will go straight to the user's Teams voicemail.
  
  
• We recommend our customers use their Nextiva voicemail instead of Teams voicemail for users in a call group or Nextiva team. Incoming calls to call groups are problematic when Teams users have voicemail enabled and are logged out. In this case, all calls to the hunt group will be answered by an individual user's Microsoft Teams voicemail.
  
  
• Correspondingly, if the number of rings before voicemail on Nextiva is set to a shorter period than the user's Teams voicemail, the call will go to the Nextiva voicemail box.
  
  
• In the portal, there is a setting to disable Teams voicemail for all users in an organization. 
  
  
• There is a per-user setting to override the company policy so it is straightforward to disable voicemail for the company but enable it for a few individual users (who may not be in multi-agent groups).
  
  We recommend that customers who are utilizing team call routing within Nextiva disable Microsoft Teams voicemail.
  
  
• Microsoft Teams has deployed an option to reject phone calls during an MS Teams conference, if this option is active calls will be rejected and sent to Nextiva's voicemail system, overriding any other option.
  
  
  • Set-CsTeamsCallingPolicy -BusyOnBusyEnabledType configures Busy on Busy.
    
    
  • Valid options are:
    
    
    • Enabled - new or incoming calls will be rejected with a busy signal
      
      
    • Unanswered - the user’s unanswered settings will take effect, such as routing to voicemail or forwarded to another user
      
      
    • Disabled - Disables Busy on Busy